nGAGEMENT Reviews

Comment on Review

nGAGEMENT

4.6

(5)

nGUVU offers an employee engagement platform for contact centers. Using game mechanics, recognition and social media concepts, nGAGEMENT influences agents’ behaviors by leveraging people’s natural desire for competition, collaboration, achievement, status and recognition in order to build intrinsic motivation and improve employee engagement. nGAGEMENT is an immersive experience that empowers agents to self-manage and makes it fun for them to accomplish tasks that are at the core of their responsibilities.

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What do you like best?

When this product was rolled out, I thought, great, another app to juggle while I field customer issues and try to triage. But it's not meant to be used for case logging or customer interactions. nGUVU is my personal scorekeeper, and it also helps me focus on the metrics my boss wants me to improve.

The interface is basic, but it provides a lot of data. There's a notification column along the screen that shows how my team is doing, and the latest hits and missed from them, and the main area has a bullseye to represent my own objectives. I love the visual shortcuts and ability to launch inter-agent challenges!

nGAGEMENT is like a social interface, but if you replace the friend updates with work-related ones, you get an idea of what it's about. I can check it once and get my status in a few minutes, without being tied to the app to actually do my work. Huge time-saver and less of a hassle than what I have heard about typical gamified apps.

Our manager also sends out a quiz on a weekly basis, and uses those to provide a prize, like hokey tickets or a weekly bonus.

It's pretty slick, and I feel connected at work!

What do you dislike?

Here is a list of things I would love to see in the product:

- A summary of my past accomplishments - like the year in review

- Lots of avatars, can I actually import one I already have?

- I would love to get more tips on best practices - is that built-in?

Recommendations to others considering the product

If you want your managers to consider this app, make sure you get them to look past the fact that it's called "gamification". Although there is a social media feel to it, it's really work-related. I think we had a homegrown version of this before, but it never took off, and now that we get our stats from the Genesys system directly, there is no questioning the data - for instance, before we would debate if our on-hold rates were on the line or improving, because someone else was interpreting the data.

It's slick, fun, and integrated with Genesys. Thumbs up!

What business problems are you solving with the product? What benefits have you realized?

We were told nGAGEMENT was being rolled-out for us to better collaborate internally, and I have to say, it seems to be working.

Our office in Denver is working with us on KPI challenges, we have total visibility into our objectives, such as customer satisfaction, NPS scores, AHT, and other performance stats - and every day, we can see how close we are to a weekly or monthly objective, depending on the stat and how often it's tallied.

The way I see it, we get to put a little fun into work, and I even caught myself planning how to improve my stats for my next review off-hours, which has me less stressed and a lot more focused on customers.

What do you like best?

The nGUVU team is terrific to work with. They take the time to understand the business problems and tailor the product to best address those needs. With regular weekly meetings we were kept up to date with progress, performance improvements, and new software features.

What do you dislike?

In our case we didn't really have a lot to dislike. the product is well build, very customizable, and the team and support we received were outstanding.

What business problems are you solving with the product? What benefits have you realized?

What business problems are you solving with the product? What benefits have you realized?

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